Are You Delivering These 2 Critical Messages?

Last week I had to prepare material to lead team meetings at two of my client offices. Coincidentally, the topic for both meetings was “Delivering Exquisite Customer Service,” one of my favorite subjects. Although there have been countless volumes written on the subject, I’m convinced that there are two main feelings that every office must convey to their patients to assure a successful relationship.

1. Patients must know that you’re glad that they chose to be a patient at your office. It begins with the initial phone call, “I’m really glad you called our office. Let me see how we can help you…” Existing patients should be reminded of your appreciation both verbally, and non-verbally. Treating them as an “honored guest” each and every time they visit your office will go a long way to achieving the welcome feeling.
2. You must deliver the message that the patient has made a GREAT choice by selecting your office. This also begins with the initial phone call, “I’m so glad you called our office for little Johnny’s first dental visit. Dr. Friendly is great with children and we have lots of happy children in our practice.” When an existing patient has been told by the doctor that they need a crown, what a wonderful opportunity for the hygienist/assistant/receptionist to say, “You’ll love Dr. Greatdentist’s crowns. He did one on me seven years ago, and it still feels and looks great!”
Once your team is comfortable with delivering these messages to all of your patients, you can expect your patient retention, case acceptance, and new patient referrals to improve.

Dr. Mike Goldstein
Goldstein Management